Dispelling four myths about conversational AI
Conversational AI has been widely accepted by many consumers for several years. Requesting an update from Siri about tomorrow’s weather...
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How to achieve Zero Touch Resolution with AI conversational assistants
Customer-centric companies have invested significantly in digital self-service channels to alleviate pressure on the contact center, yet most customers continue...
Superhuman phone automation: How voice assistants are improving the hotel guest experience
Over the past year, PolyAI and Fourteen IP have been building a new hotel concierge voicebot, Evolution Virtual Agent or...
How AI call assistants are delivering the best outcomes yet
My first adventures into voice automation were in the late 1990s, and while they served a purpose, the experience for...
How conversational assistants drive value in the contact center
Companies have invested significant time and money in automating customer conversations to empower customers and improve operational efficiency. Despite these...
Is your contact center ready for a customer-led voice assistant?
As the customer service landscape continues to evolve, companies are looking for new ways to improve the customer experience and...
Trustworthy robots? Building customer relationships with conversational assistants
In most cases, we trust technology to do its literal job. Every time you make a phone call or turn...
What calls should companies automate with conversational assistants?
As contact centers struggle to handle high call volumes, many turn to conversational assistants to resolve common customer queries. But...
The 5 pillars of customer-led conversation
Previous generations of voice technology have created frustrating experiences for customers trying to resolve their problems on the phone. Customers...
Why customers still call, and how voicebots can help
Over the last decade, companies have made significant investments in digital self-service, allowing customers to complete transactions and solve problems...
Achieving zero touch resolution with customer-led conversations
Many companies have attempted to remove pressure on the contact center by investing heavily in digital self-service channels like apps,...
Unlocking your investment in digital self-service with Zero Touch Resolution
In an effort to create frictionless customer experiences, companies have invested significantly in digital transformation for customer self-service. These investments...
PolyAI raises $40m Series B to help put superhuman voice assistants behind every customer service line
I met my co-founders Tsung-Hsien Wen and Pei-Hao Su in 2014 during our time at the Cambridge Dialogue Systems Group....
“He’s too creepy and manipulative”: What enterprises can learn from Meta’s BlenderBot
Meta, the parent company of Facebook, recently released their new conversational AI voice assistant, BlenderBot. It didn’t take long for...
Modular intent design: A more effective way of understanding language
Unlike open-domain dialogue systems which focus on free-flowing conversations with no particular objective, Task-Oriented Dialogue (TOD) systems are designed with...
Whitbread PLC deploys PolyAI voice assistant for enhanced guest service
Customers expected to make 700,000 table bookings per year using artificial intelligence PolyAI, a leading provider of enterprise voice assistants...
Automating identity verification in the contact center: Unveiling the power of AI-powered call centers
Many contact centers require identity verification steps in order to accurately identify callers and verify that they are who they...
PolyAI voice assistants now available with Amazon Connect
Eliminating wait time and abandoned calls with easy to implement voice AI, PolyAI is changing the way enterprises handle customer...